Responding To Listeners With Responsive Design : NPR Extra NPR introduces a new contact us webpage featuring responsive web design that offers users the best experience possible, no matter what kind of device they're using.
NPR logo Responding To Listeners With Responsive Design

Responding To Listeners With Responsive Design

NPR's new online help center offers users the best experience possible, no matter what kind of device they're using. Justin Lucas hide caption

toggle caption
Justin Lucas

NPR's new online help center offers users the best experience possible, no matter what kind of device they're using.

Justin Lucas

Need help finding an NPR story that you heard on air? Want to contact an NPR show, staff member or the NPR Ombudsman? Have books or music that you want to submit for a review? Itching to pitch a story idea?

We made it easier for public radio listeners to do that and so much more with the launch of NPR's new online help center, available at http://help.npr.org.

The site now offers a more streamlined way for public radio audiences to contact/connect with NPR shows, programs, staff and departments. And the new help center was designed with users in mind, too. Nearly half of npr.org web traffic comes from mobile devices, so the new site is fully responsive, delivering a consistent user experience across all devices, from desktop to phone.

"We want to hear from listeners and we want it [contacting NPR] to be a positive, intuitive experience for them," says NPR's Audience and Community Relations Manager Justin Lucas, who spearheaded the redesign. On any given week, Lucas and three other members of his team answer between 700 and 1,000 email inquiries from the public, and with the new http://help.npr.org site, they - like the new site - can be even more responsive.

Users can now expect to find what they're looking for in less time and receive an email an response from NPR within approximately two business days when a question is submitted. Here are some of the new features that make this possible:

  • The completely rebuilt webpages feature responsive design that allows visitors to view the website seamlessly on any desktop computer, tablet or mobile device
  • Webpages load faster
  • Based on search terms and phrases, the online help center provides answer suggestions
  • The online help center provides quick answers to commonly asked questions. In some cases, this eliminates the need for users to email NPR
  • Help article suggestions appear as users navigate the color-coded categories of help topics
  • Accessibility features, including voiceover
  • Less subfields for visitors to complete when submitting a question, ensuring that it gets to the appropriate NPR staffer in less time

We hope that the new form helps you get the info you need, faster. Explore NPR's online help center and send us your feedback about how we can make your experience with public radio – on air and online – a great one.